3 minutes, 39 seconds read
Published on May 7, 2019
Updated on Aug 4, 2020
Chatbots have come a long way – from a hyped technology under the AI umbrella to a direct-to-consumer product, that has incessantly penetrated the tech-enabled services we use today. While the adoption of chatbots is still in its infancy, the proliferation and mushroomed effect it has had so far is remarkable. Most of us, are perhaps not even aware of how seamless this transition has been – since many now interact with several bots almost everyday!
“Nearly 1 in 4 customers have interacted with a brand via chatbots in the past 12 months, according to a Salesforce study published in late 2018.”
Chatbots have permeated the Indian Landscape
In India, like most countries, both businesses and consumers rely on telephone and email as the most preferred channels to conduct business, yet they are also the slowest for quick resolution. The average time-to-resolution using email interactions was reported at 39 minutes while in India it was reported at 2 hours 17 minutes. In addition, global data shows only 49% of problems are solved on the first interaction.
Most people in India (59%) however, still prefer to talk to an actual person for customer service needs. While this is true, customer service experts believe this trend will reverse in the near